Je tickets in het portaal opvolgen
Portal follow ticket · Portal chase ticket · Portal escalate ticket · Portal resolution reply · Portal cancel ticket
Voor wie
Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.
Taken
Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.
Portal follow ticket
Portal follow ticket.
Who can do this: Requester, Reader, Operator, Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Me-too users who are not the original requester get read-only access to most ticket actions.
- Followers receive permission-filtered ticket status, task-created, task-status, and comment notifications. One originating action can create at most one notification, even when it also writes an automatic activity note.
- Following changes your notification subscription; marking yourself affected is a separate action.
- Richard can offer a known disruption only from verified current context, and joining it requires confirmation.
- Open Portal → My Requests and select an incident or service request.
- Use Follow to toggle ticket notification tracking.
- Use Me Too when the user is affected by an incident but is not the original requester.
Expected outcome: The user has reviewed the result of portal follow ticket in the application.
Portal chase ticket
Portal chase ticket.
Who can do this: Requester, Reader, Operator, Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Me-too users who are not the original requester get read-only access to most ticket actions.
- Ask for Update is limited by the configured cooldown for each user and ticket.
- Open Portal → My Requests and select an incident or service request.
- Use Ask for Update only when the cooldown has expired.
- Add comments or attachments when the requester needs to provide more context.
Expected outcome: The user has reviewed the result of portal chase ticket in the application.
Portal escalate ticket
Portal escalate ticket.
Who can do this: Requester, Reader, Operator, Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Me-too users who are not the original requester get read-only access to most ticket actions.
- Escalation requires a reason and can optionally raise priority by one level when the admin config enables auto-bump.
- Open Portal → My Requests and select an incident or service request.
- Use Escalate when it is available and provide a clear reason.
Expected outcome: The user has reviewed the result of portal escalate ticket in the application.
Portal resolution reply
Portal resolution reply.
Who can do this: Requester, Reader, Operator, Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Me-too users who are not the original requester get read-only access to most ticket actions.
- Resolution confirmation applies only to incidents and service requests. Incidents use resolved; service requests use completed.
- Auto-close countdown uses working-day calculation when an SLA calendar is available, and falls back to calendar days if it is not.
- Satisfaction ratings are stored on the ticket row, so a ticket has one visible rating/comment record rather than one row per survey response.
- Open Portal → My Requests and select an incident or service request.
- When a resolved/completed ticket needs requester confirmation, choose Confirm Resolution to close it or Reject & Reopen with a reason.
- After resolution or closure, submit a satisfaction rating if the survey panel is available.
Expected outcome: The user has reviewed the result of portal resolution reply in the application.
Portal cancel ticket
Portal cancel ticket.
Who can do this: Requester, Reader, Operator, Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Me-too users who are not the original requester get read-only access to most ticket actions.
- Requester cancellation is only shown when enabled and the current ticket status is in the configured allowed_statuses list.
- Cancellation may disrupt work already under way; review the current state first.
- Open Portal → My Requests and select an incident or service request.
- Use Cancel Ticket only when offered, give the reason and review the affected ticket before confirming.
Expected outcome: The user has reviewed the result of portal cancel ticket in the application.
Aanbevolen werkwijze
- Schrijf in begrijpelijke taal voor de doelgroep.
- Archiveer verouderde kennis.
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